Simplify Your QA Process

Welcome to the future of Quality Assurance: The QAer

Your New Best Friend

The QAer is the next generation of Quality Assurance. From a comprehensive dashboard showing each user their productivity and daily goals, to customized reports and automations, the QAer does it all, but in a simplified way.

An interaction can be completely reviewed automatically in less than a second.

Integration

The QAer integrates with call center software to import and streamline omnichannel interactions for review and evaluation by Quality Assurance and Operations Personnel.

Build It

You build custom score cards that will meet and exceed client needs. Each Campaign and/or skill can have its own scorecard tailored to its specific needs or can share a score card based on common goals.

Speech and Text Analytics

You have robust AI based analytics for all interactions with the ability to auto-flag and review interactions based on keywords or phrases.

You also have the ability to have calls auto-transcribed into text at $0.05/minute of talk.

Evaluation

Evaluate your employees based on not only simple questions but also five different vectors in order to better prepare your workforce to provide the best customer service possible.

Automation

TheQAer automates quality assurance sessions from beginning to end, from inspection and processing to evaluation and coaching. It’s your new best friend for Quality Assurance.

Feedback

Automate feedback among management and agents for better and seamless development.

Training

Build custom training modules to fit your business model needs.

Reporting

Full suite reporting and analytics to provide your team an in-depth view into agents' strengths and weaknesses, campaign, and skill.

Real Time Screen Recording

Have your agent’s entire screen, all screens if multiple, recorded in real time so you can see exactly what is happening with each and every customer interaction.

The Numbers Don’t Lie

Reduction in Manpower Needs

  • Elimination of Manual Reviewing: Automated systems can analyze every customer interaction in real-time, eliminating the need for a large team dedicated to manually reviewing a small percentage of calls.

  • Consistency and Fairness: Automation ensures every interaction is evaluated against the same criteria, removing human bias and inconsistency from the equation, which can sometimes lead to unnecessary conflict or the need for re-evaluation.

  • Scalability: Unlike human teams, automated systems can effortlessly scale to handle increased volumes of interactions without the need for additional hiring, training, or management overhead.

Reduction in Expenses

  • Labor Costs: The most significant saving comes from drastically reducing labor costs. Automated QA does not get tired, does not require salaries, benefits, or training programs.

  • Infrastructure and Operational Costs: With fewer employees required for QA, there's a lower demand for physical space, hardware, and support infrastructure, further cutting costs.

  • Error Mitigation and Improved Resolution Time: Automated systems reduce the likelihood of errors in the QA process and can identify issues more quickly, leading to faster resolution times and potentially saving costs associated with customer dissatisfaction and churn.

Visualization of Savings

To illustrate these savings, let’s consider two scenarios: one with a traditional human-led QA team and another with a 100% automated QA system. We'll compare the manpower required and the overall expenses for both.

Assumptions for the Analysis:

  • Human-Led QA Team:

    • Reviews 2% of calls due to manpower limitations.

    • Involves extensive training and periodic retraining.

    • Has variable evaluation quality due to human factors.

  • 100% Automated QA System:

    • Reviews 100% of calls with consistent quality.

    • Requires initial setup and occasional maintenance.

    • Significantly reduces labor and operational costs.